FAQS - FREQUENTLY ASKED QUESTIONS
Below is a list of answers to our most frequently asked questions. If you have a question that is not covered by the list below, please contact guestsupport@mercuryhotelsinternational.com

RESERVATION FAQs:

Q: Are the rates shown based on double occupancy?

Q: How long will it take to get a hotel's confirmation?

Q: What is the cancellation policy for hotel reservations?

Q: What credit cards are accepted?

Q: Do I need to give my credit card to make an online reservation?

Q: What happens to my credit card information when I reserve online?

Q: How do I view or cancel a reservation online?

Q: What if I want to reserve a group of rooms?

Q: If I change my reservations, will my rates change?

Q: I need more than one room. Can I book two rooms with one reservation?

HOTEL FAQs:

Q: Are there standard check-in and checkout times?

Q: What discounts does Cloud 9 Inn accept?

Q: Does Cloud 9 Inn accept pets?

Q: What if I forget to change or cancel my reservation, will I be charged?

OTHER FAQs:

Q: How do I book special requests such as a king-size bed or a non-smoking room?

Q: I need connecting rooms/early check-in. Can I book these on-line?

Q: I am self-employed. Can I book using corporate rates?

Q: How do I find out if the property has accommodations for the physically challenged?

Q: What amenities does Cloud 9 Inn offer?

Q: I have comments regarding a previous stay. How can I tell your company?

Q: Where can I find employment opportunities at Cloud 9 Inn?

Q: I am an owner. Where can I find information about becoming a Mercury hotel brand?

RESERVATION FAQs:

Q: Are the rates shown based on double occupancy?
A. No. They are not. At the time of booking your reservation, the system will prompt you to choose the number of people staying in the room. The rate will then display based on the number of people that you choose.

Q: How long will it take to get a hotel's confirmation?
A. You may print your confirmation once you have successfully completed your booking. You will receive a confirmation number sent to your email address.

Q: What is the cancellation policy for hotel reservations?
A. Cancellations are generally required at 6 pm on the day of arrival.

Q: Do I need to give my credit card to make an online reservation?
A. Yes. It is necessary to guarantee your reservation.

Q: What happens to my credit card information when I reserve online? Is it secure?
A. Your credit card number is encrypted and stored in a secure server. The information is kept only until the day of arrival and is purged after that. The system is very secure.

Q: How do I view or cancel a reservation online?
A. Simply go to the Reservations tab on the Menu bar. You can view or cancel your reservation.

Q: What if I want to reserve a group of rooms?
A. We recommend that you contact our Group Reservations Desk if you need to book more than ten rooms. You may be eligible for a group discount.

Q: If I change my reservations, will my rates change?
A. Your rates may change. If you change the date of arrival, then you may be working with a new set of rates. If you increase the number of people in a room, you will pay the extra person charge above the initial rate. Also, if you upgrade your room type, your rate will go up.

Q: I need more than one room. Can I book two rooms with one reservation?
A. Yes. While booking your room, you will be able to enter the number of rooms that you are reserving.

HOTEL FAQs:

Q: Are there standard check-in and checkout times?
A. Generally, check-in time is 3:00pm and checkout time is at Noon. Please check with the hotel that you have booked. Their specific check-in and check-out times will be listed and may vary.

Q: What discounts does Cloud 9 Inn accept?
A. Based on availability and in accordance with the disclosed features and policies, we accept AAA, AARP, Senior, Corporate, and Military.

Q: Does Cloud 9 Inn accept pets?
A. Although we are pet-friendly, not every property is able to accept pets. Please check with the property that you have chosen.

Q: What if I forget to change or cancel my reservation, will I be charged?
A. You will be charged one night's room and tax for each room that you booked.

OTHER FAQs:

Q: How do I book special requests such as a king-size bed or a non-smoking room?
A. There is a field dedicated to special requests and comments, simply type in the request or use it to inform the property of a special need, such as a handicapped room, or a room near an elevator. You may also use this to request a non-smoking room. Please note that these are requests only and that that they will be accomodated if possible but are not guaranteed.

Q: I need connecting rooms/early check-in. Can I book these on-line?
A. These would be considered requests and may be added to the reservation.

Q: I am self-employed. Can I book using corporate rates?
A. Yes, you may book on-line for a corporate rate. At check-in, you will be required to produce
a business card showing your name as well as your company's name.

Q: How do I find out if the property has accommodations for the physically challenged?
A. Please call the property directly to ensure that required accomodations are available.

Q: What amenities does Cloud 9 Inn offer?
A. All properties are required to offer free parking and a 24 hour front desk. Some will offer free local phone calls Continental Breakfast (or in-Lobby coffee) and swimming pools. Please contact the specific property to obtain a list of property amenities.

Q: I have comments regarding a previous stay. How can I tell your company?
A. You can reach our Guest Support Department with just one click. Just fill out the form on the page and we will respond expeditiously.

Q: Where can I find employment opportunities at Cloud 9 Inn?
A. Click on Careers to learn more. You will find information concerning our most current employment possibilities. We would love to ear from you.

Q: Where can I find information about developing or converting to one of your brands?
A. Click on Home and then Hotel Owner or Membership and you will find current information and contacts. We are growing every day. Come join the Mercury Hotel family!